Call centre and help desk training for agents, CSRs and advisors

What is the difference between poor and excellent service, as perceived by the customer? Frequently it is down to the awareness and communication skills of the agent to generate a positive experience. If you or your team talk to the customer we can help develop awareness confidence and communication skills to provide excellent customer service and satisfied customers. Below is a generic course outline. This can be used as a basis to tailor to your specific objectives such as inbound or outbound customer service, sales, customer loyalty, mystery shopping and sign posting.

Who should attend? 

This programme is for customer service representatives, CSRs, advisors, engineers providing technical help, help desk agents, reservations staff, supervisors, team leaders and call center professionals.

Programme objectives

To develop participants communication and customer service skills so that they represent the company brand, meet and exceed customer expectations and ensure satisfaction. This programme will show:

• how to create an excellent customer experience
• why the language you use is vital to generating cooperation and trust
• how vocal tones can create positive and negative messages
• how to avoid communication barriers and misunderstandings
• how to develop active listening skills
• how to guide the conversation to a positive outcome
• how to deal with criticism, consideration and objections
• how to respond to complaints, difficult calls and defuse conflict
• how to maintain a positive mindset in the face of negativity

Outcomes

• Participants who can communicate with skill, confidence and respect.
• Participants who are re-inspired about their own contribution to the business.
• What outcome are you seeking? This programme is about equipping your people to achieve your business objectives.

Call centre assessment

Review your call or contact centre to:

• Increase customer satisfaction
• Increase productivity
• Reduce costs

Commission our expert team of consultants to review your contact centre:

Usability Assessment

Ease of usability is essential in a call and contact centre, if customers are to receive excellent service. We will find out how the agents, supervisors, managers and board of directors find the call centre to work with. For example, What are the issues effecting customer service? Is the technology unfriendly? How can it be improved? What are the issues that may be causing staff to leave or underperform? Do staff feel they are developing their skills? Can trainers assess performance? What prevents managers from managing or concerns directors who may be unable to confidently comment on the status of the business to the media or the government. How can these issues be resolved quickly and efficiently?

Financial Assessment

Would another structure or operating model be more suitable? Are untrained staff costing the business customers, or poor performance resulting in lost sales, fines, or a tarnished company image? Are working practices or outdated technology costing the business unnecessary expense in support? Would changes offer an option to reduce real costs? Is a combination of factors contributing to seemingly unrelated costs for the business, such as staff recruitment?

Outcomes:

As a result of this assessment senior management will have:

• A full assessment of how to develop the call centre to fully meet the company vision, customer service and customer care objectives, including whether to outsource or meet resource needs inhouse.
•  A consensus of the current issues influencing the call centre operation and their implications for customers and the business
• Clear recommendations on how to improve in all key areas including actions to be carried out by dancing lion, by your company personnel, and your company with external assistance.